TO:
Robert E. Cook, CEO
Frigidaire Home Products
7179 Burning Tree Court
Mobile, AL 36695-0340

Dear Mr. Cook:

It's really frustrating when you spend hard-earned money on a product, and then this happens. I'm referring to the durability with Frigidaire Home Products and I'm hoping you can do something about it. Frankly, I'm very upset over this matter, and how Frigidaire has not provide even adequate customer service to an appliances that I purchased and warranty for.

I own a Frigidaire, Model# FES366ECB Slide-in Electric Range that was purchased September 2006. At that time I also purchased an extended warranty. About a year later, I contacted the warranty department regarding spillage lines that has dripped down in between the glass panels of the oven door. The way the range is made, which I feel is a defect in the design, allows for spills to seep from the top of the stove down from the control panel and lead to the inside oven door where the vent are located. The vents are in the top of the oven door and allows easily for spills to enter in between the glass. There are several permanent stains that are visible and unsightly in the glass of the oven window.

The Lowe's Service Advantage (Warranty) Department did come out to repair the problem but was unable to remove or replace the oven door. They advised me that this was not a condition that needed repairing under the warranty therefore I should contact Frigidaire directly. I then contacted the Frigidaire Customer Care Dept. and have been talking with them periodically without a resolution to this problem. I recently went back to Lowe's and asked them for their support working with Frigidaire to resolve this issue that first brought to their attention approximately two years ago.

The response I received from Frigidaire Customer Care was that they would provide me instructions in order that I could take the door off myself and clean between the glass. I told them that was an unacceptable solution to the problem. I just wonder how many customers do they tell to resovle the problem themselves by taking the glass off. That equates to telling me to take my car door off and remove the window, which is also impossible. I went back to Lowe's and they decided to send two repairmen out to remove and clean the glass. They were unable to remove one part of the glass that has a double panel where the spillage lines occurred. They went back and recommended replacing the door, which Lowe's reported they were unable to do. I recently called the Customer Care Dept again November 20th (around that date) and asked to speak with a manager. I was told there was no supervisor or manager available at this time to speak with me and I was given a reference number that a manger would call be back later. It is now at least a week later and no one has returned my call.

So now, to sum things up, I still have a glass oven window with spillage stains that are unsightly and the result of a poor product design. I noticed in the store on newer models that the vents are now on the outside of the oven door and no longer in the top of the door. In the meantime, I have spent my hard earned money for a product and a maintance agreement and the product is faulty.

Here's what I'd like to see happen now: Have the door replaced or provided another stove that doesn't have this type of problem. I've spent two year periodically calling and trying to resolve this matter. I really hope that this issue can be resolveed because it will determine whether I buy any other Frigidaire products or give my network of friends a good review of your products.

I would appreciate hearing from one of your executive so I know that complaint might be heard by the appropriate persons. Please respond to this complaint as quickly as possible.

Sincerely,
[email protected]